Manager of Customer Success Job Listing at Kelly Services in Dartmouth, NS (Job ID CA3615759_BH10002317)

Description

We're seeking a Manager of Customer Success for our client to lead and elevate the client experience within our Managed Services team. In this role, you'll oversee the full customer lifecycle, from client retention and renewal — while driving satisfaction, growth, and operational excellence.

You'll collaborate closely with Sales, Project Delivery, and Managed Services teams to ensure seamless service delivery and high-impact client engagement. The ideal candidate possesses a strong technical foundation in servers, networking, infrastructure, or software, complemented by technical foundation outstanding leadership, communication, and relationship-building skills.

• Location: Atlantic provinces --- Nova Scotia, PEI, New Brunswick, or Newfoundland and Labrador
• Type : Remote
• Salary: $75,000 to $85,000
• Start Date: Urgent

Qualifications:

• 5 to 10 years of working experience in a Technical Customer Success  leadership role.
• Bachelor's degree and/or college diploma in business or a related field, or an appropriate combination of education and working experience.
• Strong technical background asset to experience in Help Desk Tier 3, networking, servers, hardware or software. 
• Strong knowledge about IT software and hardware  infrastructure management.
• Develop and maintain strong relationships with customers to ensure their success and satisfaction.
• Excellent business acumen and communication ability.
• Proven experience leading customer success initiatives, solution-based sales techniques, and leveraging customer success best practices.
• Ability to collaboratively develop strategies, translate them into initiatives, and track successful delivery of said initiatives.

Key Responsibilities:

• Own the customer success function, including team leadership, process design, and KPI tracking.
• Develop and execute customer engagement strategies across onboarding, adoption, retention, and renewal.
• Collaborate with internal teams to resolve escalations and implement improvements in our service delivery.
• Lead, manage, and develop the existing Customer Success team to ensure consistent performance, accountability, and professional development.
• Own regular customer account reviews and customer health checks to proactively manage risk and surface expansion opportunities.
• Partner with the Sales department to support renewals and upsell opportunities, ensuring a smooth process for all customers.
• Create & manage operational metrics and reports to track NPS, CSAT, customer retention, and customer churn.
• Build standardized playbooks, success plans, and customer lifecycle processes that can scale.
• Report on customer trends, risks, and opportunities to leadership with clear, data-backed & driven insights.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing a workplace environment that is inclusive and respects the dignity of those in our workforce. Consistent with that commitment, Kelly will ensure that persons who are otherwise able to work are not unfairly excluded from doing so based upon any grounds protected by applicable human rights legislation, and will make all reasonable efforts to accommodate the needs of applicants and employees in all employment processes including but not limited to, hiring, advancement, discharge, compensation, or training.

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